Be Assertive- Confrontation Skills for Managers and Supervisors

Gain a better understanding of how managers can address and resolve workplace conflict using assertiveness and communication skills.

Every workplace has conflict. It cannot be avoided. Conflict ranges from huge decisions such as where to build a new manufacturing plant or what software to buy to simple decisions like where we should go for lunch and what hotel we want to book for the holiday party. Managers are expected to resolve the conflicts and most managers are ill-equipped to do so. When managers fail to resolve conflicts, bad attitudes fester and a toxic environment is created. Morale slips in the organization and the best workers end up leaving for greener pastures on the other side of the fence. Don't let your organization wallow in conflict. Become a superior manager who knows how to de-escalate and resolve conflict in a way that allows individuals and teams to come together on common goals and learn to collaborate, not retreat to separate corners, refusing to budge on their opinions. As you go through this material, you'll gain communication, confrontation, and assertiveness skills that will give you confidence in your abilities to resolve conflict when it raises its ugly head. The only thing the speaker can't do for you with this material is practice with you, for assertiveness and conflict resolution words and thought processes take practice. So, plan to find a buddy and work on the skills during lunch. You'll be amazed at the results.

Learning Objectives

• You will be able to differentiate Between Assertiveness and Passivity and Aggression.
• You will be able to identify Assertiveness and Workplace Conflict.
• You will be able to discuss Gaining Personal Power Through Documentation.

Agenda

Understanding Assertiveness

• Differentiating Between Assertiveness and Passivity and Aggression
• Choosing Assertiveness Techniques in Confrontational Conversations
• Understanding Personalities and Workplace Conflict

Assertiveness and Workplace Conflict

• Learn the Stages of Conflict and De-escalation Techniques
• Gain the Skill to Use Positive and Assertive Confrontation Skills
• Be Assertive When Describing Consequences
• Acquire Resolution Strategies

Gaining Personal Power Through Documentation

• Set up a Process for Documenting Facts and Objective Information
• Monitor Emotional States
• Practice Active Listening and Reflection Techniques
• Enter Employees' Confrontations With an Open Mind and Willingness to See Different Viewpoints

*This program does NOT qualify, nor meet the National Standard for NASBA accreditation.